📍 Job Overview

Job Title: Customer Reliability Escalation Engineer
Company: Sysdig
Location: Milan, Lombardy, Italy
Job Type: Regular - Full Time
Category: DevOps Engineer
Date Posted: 2025-07-11
Experience Level: 5-10 years
Remote Status: On-site

🚀 Role Summary

Sysdig, a leading cloud security company, is seeking a Customer Reliability Escalation Engineer to join their Milan office. This role involves providing senior-level technical knowledge to Customer Reliability Engineers (CREs), fostering relationships with the development engineering team, and driving technical troubleshooting and documentation efforts. The ideal candidate will have a strong background in technical support, Kubernetes, Linux, scripting, and cloud services.

📝 Enhancement Note: This role requires a balance of technical depth and breadth, with a focus on mentoring, troubleshooting, and documentation. It's perfect for an experienced DevOps engineer looking to leverage their skills to drive customer reliability and satisfaction.

💻 Primary Responsibilities

Mentor and Consult: Provide senior-level technical knowledge to CREs through mentoring and consulting on complex issues.
Collaborate with Development: Work with the development engineering team to track engineering escalations, bugs, and feature requests.
Develop and Maintain Knowledge Base: Create, review, and maintain internal knowledge base articles, troubleshooting sessions, and guides for internal CRE team members.
Triage and Document: Triage and document bugs and enhancement requests, working with the Escalation Management team on high-touch accounts.
Balance Multiple Challenges: Manage multiple priorities simultaneously, ensuring timely resolution of customer issues.

📝 Enhancement Note: This role requires strong problem-solving skills, the ability to work under pressure, and a deep understanding of cloud technologies and container management.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Computer Science, Engineering, or a related field is preferred. Relevant experience may substitute for formal education.

Experience: 5+ years of experience as a senior technical support/escalation resource or team/technical lead for enterprises in a similar or related field (container management, cloud management, cloud security).

Required Skills:

Master level Kubernetes and Linux experience
Extensive knowledge of one or more scripting languages (Bash/Shell/Python, etc.)
Extensive knowledge of public cloud providers (AWS, Azure, GCP, Oracle, IBM Cloud)
Working knowledge of Cassandra, Elasticsearch, and/or Kafka
Experience using or integrating with Systems Management technologies
Hands-on experience with PaaS tools or other cloud management software
Experience in application integration
Fluent English is required
Experience writing and communicating with internal and external stakeholders

Preferred Skills:

Experience in a similar role within a cloud security company
Familiarity with Sysdig's products and open-source tools

📝 Enhancement Note: Candidates with experience in customer-facing roles, especially within the cloud security industry, will have a significant advantage in this role.

📊 Web Portfolio & Project Requirements

While this role does not require a portfolio in the traditional sense, candidates should be prepared to discuss their past technical support experiences, troubleshooting strategies, and documentation efforts. Be ready to provide examples of how you've mentored others, driven process improvements, and resolved complex customer issues.

Technical Documentation:

Prepare case studies or examples of complex customer issues you've resolved, highlighting your troubleshooting process, documentation, and communication with stakeholders.
Be ready to discuss your experience with knowledge base management and internal documentation.

💵 Compensation & Benefits

Salary Range: €70,000 - €90,000 per year (based on industry standards for a DevOps Engineer role in Milan, Italy)

Benefits:

Extra days off to prioritize well-being
Mental health support through the Modern Health app
Great compensation package

Working Hours: Full-time, with a standard workweek of 40 hours. This role may require occasional overtime to address critical customer issues.

📝 Enhancement Note: Salary and benefits are estimated based on market research for similar roles in Milan, Italy. Actual compensation may vary based on experience and qualifications.

🎯 Team & Company Context

Company Culture: Sysdig is a well-funded startup with a large enterprise customer base, focused on delivering value to customers. They appreciate diverse opinions, open dialogue, and working together to achieve goals. They've been recognized as a "Best Places to Work" by various organizations.

Team Structure:

The Customer Reliability team works closely with the development engineering team to ensure customer issues are addressed promptly and effectively.
The team is led by the Director of Customer Reliability, who reports directly to the VP of Customer Success.

Development Methodology: Sysdig follows Agile methodologies, with a focus on continuous improvement and customer satisfaction.

Company Website: Sysdig

📝 Enhancement Note: Sysdig's culture values diversity, open communication, and customer focus. Candidates who thrive in collaborative, customer-centric environments will excel in this role.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a senior-level position, offering opportunities for mentoring, process improvement, and driving customer reliability. It's an excellent fit for an experienced DevOps engineer looking to leverage their skills to drive customer success.

Reporting Structure: This role reports directly to the Director of Customer Reliability and works closely with the development engineering team and the Escalation Management team.

Technical Impact: The Customer Reliability Escalation Engineer plays a crucial role in ensuring customer satisfaction by driving technical troubleshooting, documentation, and process improvement efforts.

Growth Opportunities:

Technical Leadership: Develop your technical leadership skills by mentoring CREs and driving process improvements.
Product Expertise: Deepen your understanding of Sysdig's products and open-source tools, positioning yourself for potential roles in product management or technical evangelism.
Customer Success: Enhance your customer success skills by working closely with customers, understanding their needs, and driving satisfaction.

📝 Enhancement Note: This role offers significant opportunities for growth, both in terms of technical leadership and customer success. Candidates who are eager to learn, mentor others, and drive customer satisfaction will find this role particularly rewarding.

🌐 Work Environment

Office Type: Sysdig's Milan office is a collaborative, customer-centric workspace designed to foster open communication and teamwork.

Office Location(s): Milan, Italy

Workspace Context:

Collaborative Environment: The office features open workspaces, encouraging collaboration and communication among team members.
Technical Resources: The office is equipped with the necessary tools and resources for effective troubleshooting, documentation, and communication.
Cross-Functional Collaboration: The Customer Reliability team works closely with the development engineering team, ensuring timely resolution of customer issues.

Work Schedule: Full-time, with a standard workweek of 40 hours. This role may require occasional overtime to address critical customer issues.

📝 Enhancement Note: Sysdig's Milan office is designed to facilitate collaboration and communication, with a strong focus on customer success. Candidates who thrive in collaborative, customer-centric environments will excel in this role.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief call to discuss your experience, qualifications, and fit for the role.
Technical Deep Dive: A detailed conversation focused on your technical experience, troubleshooting strategies, and documentation efforts.
Behavioral Interview: A discussion of your problem-solving approach, communication skills, and customer focus.
Final Interview: A meeting with the hiring manager to discuss your fit for the role and the team.

Portfolio Review Tips:

Prepare case studies or examples of complex customer issues you've resolved, highlighting your troubleshooting process, documentation, and communication with stakeholders.
Be ready to discuss your experience with knowledge base management and internal documentation.

Technical Challenge Preparation:

Brush up on your Kubernetes, Linux, and scripting skills, focusing on troubleshooting and documentation strategies.
Familiarize yourself with Sysdig's products and open-source tools, understanding their features and use cases.

ATS Keywords: (Organized by category)

Technical Skills: Kubernetes, Linux, Scripting (Bash/Shell/Python), Cloud Services (AWS, Azure, GCP, Oracle, IBM Cloud), Cassandra, Elasticsearch, Kafka, PaaS Tools, Application Integration
Soft Skills: Communication, Mentoring, Troubleshooting, Documentation, Customer Relations, Escalation Management
Industry Terms: Customer Reliability, Technical Support, DevOps, Cloud Security

📝 Enhancement Note: Sysdig's interview process is designed to assess your technical skills, problem-solving approach, and customer focus. Candidates who can demonstrate their ability to troubleshoot complex issues, document effectively, and communicate clearly will excel in this process.

🛠 Technology Stack & Web Infrastructure

Troubleshooting Tools:

Kubernetes (master level)
Linux (master level)
Scripting languages (Bash/Shell/Python, etc.)
Public cloud providers (AWS, Azure, GCP, Oracle, IBM Cloud)
Cassandra, Elasticsearch, and/or Kafka
Systems Management technologies
PaaS tools or other cloud management software

Documentation Tools:

Knowledge base management systems
Collaboration tools (e.g., Confluence, GitHub Wikis)
Internal communication tools (e.g., Slack, Microsoft Teams)

📝 Enhancement Note: This role requires a strong understanding of troubleshooting tools, scripting languages, and cloud services. Familiarity with Sysdig's products and open-source tools is a plus.

👥 Team Culture & Values

Customer Reliability Values:

Customer Focus: Sysdig values a customer-centric approach, ensuring customer satisfaction through effective troubleshooting, documentation, and communication.
Collaboration: The Customer Reliability team works closely with the development engineering team to ensure timely resolution of customer issues.
Continuous Learning: Sysdig encourages its employees to stay up-to-date with the latest technologies and best practices in cloud security.

Collaboration Style:

Cross-Functional Collaboration: The Customer Reliability team works closely with the development engineering team, ensuring effective communication and timely resolution of customer issues.
Mentoring: The role involves mentoring CREs, fostering a culture of knowledge sharing and skill development.
Customer Success: The team is focused on driving customer satisfaction, working closely with customers to understand their needs and address their issues.

📝 Enhancement Note: Sysdig's culture values customer focus, collaboration, and continuous learning. Candidates who are eager to learn, mentor others, and drive customer satisfaction will find this role particularly rewarding.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Issues: Troubleshoot complex customer issues, requiring strong problem-solving skills and a deep understanding of cloud technologies and container management.
Documentation and Knowledge Management: Develop, review, and maintain internal knowledge base articles, troubleshooting sessions, and guides for internal CRE team members.
Escalation Management: Work with the Escalation Management team on high-touch accounts, ensuring timely resolution of critical customer issues.

Learning & Development Opportunities:

Technical Deep Dive: Deepen your understanding of Sysdig's products and open-source tools, positioning yourself for potential roles in product management or technical evangelism.
Customer Success: Enhance your customer success skills by working closely with customers, understanding their needs, and driving satisfaction.
Mentoring and Leadership: Develop your technical leadership skills by mentoring CREs and driving process improvements.

📝 Enhancement Note: This role offers significant opportunities for growth, both in terms of technical leadership and customer success. Candidates who are eager to learn, mentor others, and drive customer satisfaction will find this role particularly rewarding.

💡 Interview Preparation

Technical Questions:

Troubleshooting Strategies: Discuss your approach to troubleshooting complex customer issues, highlighting your use of Kubernetes, Linux, and scripting skills.
Documentation and Knowledge Management: Describe your experience with knowledge base management, internal documentation, and process improvement efforts.
Customer Focus: Explain how you've driven customer satisfaction through effective communication, troubleshooting, and documentation.

Company & Culture Questions:

Customer Reliability: Discuss your understanding of customer reliability and its importance in driving customer satisfaction.
Collaboration: Describe your experience working with cross-functional teams, highlighting your ability to communicate effectively and drive customer success.
Continuous Learning: Explain how you've stayed up-to-date with the latest technologies and best practices in cloud security.

Portfolio Presentation Strategy:

Case Studies: Prepare case studies or examples of complex customer issues you've resolved, highlighting your troubleshooting process, documentation, and communication with stakeholders.
Knowledge Base Management: Be ready to discuss your experience with knowledge base management and internal documentation.
Customer Success: Explain how you've driven customer satisfaction through effective communication, troubleshooting, and documentation.

📝 Enhancement Note: Sysdig's interview process is designed to assess your technical skills, problem-solving approach, and customer focus. Candidates who can demonstrate their ability to troubleshoot complex issues, document effectively, and communicate clearly will excel in this process.

📌 Application Steps

To apply for this Customer Reliability Escalation Engineer position:

Submit your application through the Sysdig Jobs portal.
Prepare case studies or examples of complex customer issues you've resolved, highlighting your troubleshooting process, documentation, and communication with stakeholders.
Update your resume to emphasize your technical support experience, troubleshooting strategies, and documentation efforts.
Research Sysdig's products, open-source tools, and customer-centric approach to ensure a strong understanding of the company and its values.
Prepare for the interview process, focusing on your technical skills, problem-solving approach, and customer focus.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development industry-standard assumptions. All details should be verified directly with Sysdig before making application decisions.

Customer Reliability Escalation Engineer